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QueueMetrics Support Software

QueueMetrics,  The Advanced Call Center Software Solution Suite. Measure your targets, conversion rates and agent activities. Create accurate reports and statistics. Set security and privacy on individual queues. Support virtual and multi-tenant production environments.

But above all Improve your business.

 

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QueueMetrics Features:

  • Live administrator and supervisor call center status panel.
  • Area code breakdowns inclusive of calling and waiting time.
  • Agent billable and payable time with total sales, contacts and conversion statistics.
  • Live agent page with queue statistics and agent controls.
  • Total unanswered calls with disconnection time and position.
  • Complete call distribution statistic, including sales and contacts, by week, day or hour.
  • Administrator message broadcasting and SMS functionality.
  • Full agent availability with session and pauses details and history.
  • Inbound ACD call attempts with metrics available by operator, terminal and queue.
  • Detailed call information including the Asterisk Call ID and recorded call.
  • Total of answered calls including call length and waiting time metrics.
  • Inclusive SLA of answered and unanswered calls and disconnection causes.
  • Extensive Quality Assessment module.
  • Send automated nightly PDF/XLS exports by e-mail.
  • Hundreds of metrics computed.

Operations Managers can:

  • See accurate reports of all call center activities.
  • Run reports by single and by user-created queue groups.
  • Measure agents activities, business targets and conversion rates.
  • Fully configure security and privacy, queue-by-queue.

Team Leaders can:

  • Create real time call and agent reporting.
  • See agent status and real­time activities.
  • Remotely listen to live calls as they are handled.
  • Watch agent screens through a VNC client.

Agents can:

  • See the calls they’re handling and integrate with external CRM.
  • Pass data gathered from IVR menus or Caller­ID.
  • Set call status codes for all inbound and outbound traffic.
  • Log­on, log­off, go on pause and set pause reason codes.

IT Managers can:

  • Support single-server or Asterisk® clusters.
  • Support database and flat-file storage.
  • Tune Asterisk® interaction to minimize the load on the Asterisk® server.
  • Avoid patching or changing an existing Asterisk® installation.

To download a product feature sheet click here or call us for a quote.

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Case Studies Knowledge Base QueueMetrics Support

QueueMetrics

We have recently installed and customised a Queuemetrics solution for a customer. Their key reason for choosing Queuemetrics was the ability to use dynamic agents without the need of major Elastix reprogramming and a clear and simple interface.

It was also decided that users needed to be able to log into the system from their handsets as well as from a web interface, as the customer is hoping to roll out an agent portal in the future.

To enable Hotdesk the  following setting has to be set similar to below

# The value is interval time (in seconds) used by the analyzer to look back searching HOTDESK verbs in the queue log
default.hotdesking=86400

This meant some additional dialplans to allow logging in & out and pausing.

These are similar to the dialplans that the web portals use except that they have prompts and they also have to store the extension and agent id in the asterisk database.

;added dialplan for queuemetrics
; Add Member - 422
; User is asked for their loging agent id
exten => _422XXXX,1,Answer
exten => _422XXXX,2,Read(AGENTID,agent-login,4,,1,6)
exten => _422XXXX,3,Gotoif($["${AGENTID}" = ""]?end)
exten => _422XXXX,4,GotoIf($[${LEN(${AGENTID})} != 4]?2)
exten => _422XXXX,5,set(DB(qmagent/${CALLERID(num)})=${AGENTID})
exten => _422XXXX,6,Macro(queuelog,${EPOCH},${UNIQUEID},NONE,Agent/${AGENTID},HOTDESK,SIP/${CALLERID(num)})
exten => _422XXXX,7,AddQueueMember(${EXTEN:3:4},SIP/${CALLERID(num)})
exten => _422XXXX,8,SayDigits(${AGENTID})
exten => _422XXXX,9,Playback(agent-loginok)
exten => _422XXXX,10(end),Hangup
; Remove Member - 423
exten => _423XXXX,1,Answer
exten => _423XXXX,2,set(DEL_AGENT=${DB_DELETE(qmagent/${CALLERID(num)})})
exten => _423XXXX,3,RemoveQueueMember(${EXTEN:3:4},SIP/${CALLERID(num)})
exten => _423XXXX,4,Playback(agent-loggedoff)
exten => _423XXXX,5,Hangup
; extension 32: agent pause with hotdesking (with pause code)
exten => _32XX,1,Answer
exten => _32XX,2,set(AGENTCODE=${DB(qmagent/${CALLERID(num)})})
exten => _32XX,3,NoOp( "QM: Pausing Agent/${AGENTCODE} at extension SIP/${CALLERID(num)} with pause reason '${EXTEN:2:2}' made by '${QM_LOGIN}' " )
exten => _32XX,4,PauseQueueMember(,SIP/${CALLERID(num)})
exten => _32XX,5,System( echo "${EPOCH}|${UNIQUEID}|NONE|Agent/${AGENTCODE}|PAUSEREASON|${EXTEN:2:2}" >> /var/log/asterisk/queue_log )
exten => _32XX,6,Playback(dictate/paused)
exten => _32XX,7,Hangup
; extension 33: agent unpause with hotdesking
exten => 33,1,Answer
exten => 33,2,NoOp( "QM: Unpausing Agent/${AGENTCODE} at extension SIP/${CALLERID(num)} made by '${QM_LOGIN}' " )
exten => 33,3,UnpauseQueueMember(,SIP/${CALLERID(num)})
exten => 33,4,Playback(dictate/pause)
exten => 33,5,Playback(removed)
exten => 33,6,Hangup

These need to be added to your extensions_custom.conf file in a context that’s included in the from-internal  context.

Also a change has to be made to the dialplans in the extensions_queuemetrics.conf to store and delete the database entry as well.

The system has proved to deliver what was expected and will shortly be expanded to track outbound calls and the addition of custom wallboards similar to what we recently produced for another customer.

If you would like to talk about adding QueueMetrics to your Asterisk system or are looking for a complete phone system and queuemetrics platform please contact us.